Smart Chat
What is Smart Chat?
Part of the Upstream Works Unified Digital Messaging (UDM) set of channels, Smart Chat provides flexible integration with third-party chatbots to provide enhanced self-service. It supports rich content like quick-reply buttons, linked images, html pages, calendar pickers, and preconfigured user entry forms.
Smart Chat describes a chat channel that connects to third-party chatbots so customers can serve themselves, using richer interactions than plain text. Instead of typing every answer, customers can tap quick-reply buttons, view linked images or pages, choose dates from a calendar picker or complete a short form.
Rich content of this kind can make self-service faster and reduce errors, because customers choose from valid options rather than typing free text that a bot must interpret. It also produces structured information that is easier to act on. As part of Unified Digital Messaging, Smart Chat sits alongside the other messaging channels in that set, so organizations can offer bot-led self-service without managing it as a separate channel.
Related: Unified digital messaging, Chat messages / chat channel, AI bots, Totalix, the current platform.